Objective

• Seeking a position to utilize my technical and communication skills for the development of an organization, that offers an environment to implement them in the best possible way.

SUMMARY

• Experience in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Followed best practices of Service Now in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs.
• Experience in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for ServiceNow.
• Experience in Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP).
• Ability to create and modify ServiceNow workflows.
• Have good hands on experience in writing Complex SQL Queries.
• Experience in writing complex Queries, Views, Stored Procedures, Cursors, Triggers and User Defined Functions.

TECHNICAL SKILLS

Programming Languages: C, C++, C#,UNIX Shell Programming, PL/SQL

ITSM Tools: Service - Now, ITSM Suite, HP Service Manager, HP Asser Manager

Web Development: HTML,HTML5, JavaScript, CSS

Assembly languages: 8085, 8056, Microcontrollers, 8051 Microprocessors

Designing software: AUTOCAD, Lab View, P-Spice

Databases: MySQL

Development IDEs: Visual Studio

Technologies/Tools: ASP.Net, SQL Development, Tortoise SVN

Operating Systems: UNIX, Microsoft Windows, Mac OS

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

ServiceNow Developer/ Admin

Responsibilities:

• Worked as a developer for an End - To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were the major defects.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on huge workflow design for on boarding and off boarding of a partner/employee /Contractor based on the requirements provided by the teams.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.
• Managed ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Integrating ServiceNow with other systems and customization.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Created schedules, reports and monitor performance of Service-Now.
• As a part of support activity resolved incidents by providing with proper root cause investigation.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

Environment: Incident management, Service catalogs, Asset management, work flows, Reports, Email notifications, UI policies, Catalog items, HTML, CSS, HTTP, Windows.

ServiceNow Developer

Responsibilities:

• Developed new service catalog items and fix bugs in incident, problem and change management.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Strong knowledge of the background scripting, server side scripting Business rules and Script Includes.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT.

Environment: Incident management, Service catalogs, work flows, Reports, Email notifications, UI policies, Catalog items, HTML, CSS, Windows.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive and easy to use.
• Configured the email inbound actions that triggers incident with an email.
• Verifying Email logs and troubleshooting on emails with issues.
• Scheduling the reports at some particular time period in different formats like .PDF, .Docx and landscape.
• Responsible for gathering the requirement from the client and using scrum process we used to divide the work.
• Scheduling jobs using JavaScript that runs at periodical time.
• Configuring SLA’s using SLA definitions for Incident, Catalog Tasks and Catalog Items.
• Added the dictionary entries to be listed out in incident list view.
• Configuring catalog items and adding them to Employee self-service page.
• Adding UI policies and UI actions to achieve customer requirements.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Performed Load, manipulate, and maintain data between Service-now and other systems.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.

Environment: Incident management, Change management, Problem management, Survey management, Clone, Service catalogs, Configuration management, Knowledge Management, Catalogs client scripts, Work flows, UI policies, Catalog items, Asset management, Business rules, Dictionary entries, Reports, Email notifications, Schedule jobs, Service Level Agreements (SLA’s), HTML, CSS, XML, JavaScript, Windows.

Confidential

Associate Technical Member Intern

Responsibilities:

• Created and modified Complex Functions, Stored Procedures, Packages, indexes, collections and Triggers by using Oracle PL/SQL based on the business rules.
• Experience in Performance Tuning in SSIS packages by using Row Transformations, Block and Unblock Transformations.
• Worked on Table Partitioning and Index Creation to improve the performance of the query.
• Responsible for creating data fixes using PL/SQL procedures and functions implementing
• Developed PL/SQL Procedures and UNIX Scripts for Automation of UNIX jobs and running files in batch mode.
• Report the project status and generate milestone reports.
• Advised Optimization of queries by looking at Execution Plan for better tuning of the database.
• Extensively used the advanced features of PL/SQL like Records, Tables, Object types and Dynamic SQL.
• Created Mail Scripts in UNIX to send notification on successful completion or failure of various Interfaces and Jobs, with Customized Subject and Text.
• Controlling access permissions and privileges and resolving security issues such as creating roles and granting permissions on various objects.
• Coordinate activities with infrastructure, business and QA teams.
• Modified table structure without breaking the existing functionality.

Environment: Oracle 9i, SQL, PL/SQL, TOAD, SQL Developer,UNIX, UNIX Shell script,Windows 7/Vista.